Description
Meet Mary, Your Go-To Customer Support Technician
Mary is the friendly voice and the knowledgeable expert behind our customer support desk. Whether you’re struggling with a tech hiccup or need guidance on how to use our products, Mary is here to help. She’s adept at handling calls, emails, and live chats, always with a smile you can hear through the phone.
Mary’s got a knack for troubleshooting. She dives deep into technical problems, armed with an impressive set of skills and the determination to get things right. If there’s an issue that stumps her, she won’t hesitate to pull in the big guns from our expert support team, ensuring no problem goes unsolved.
Beyond fixing immediate issues, Mary plays a crucial role in bettering our products and services. Each customer interaction provides valuable insights, which she channels back to our development team, helping us enhance your experience.
What You’ll Do as a Customer Support Technician:
You’ll join Mary and the rest of our dynamic team in a role that’s all about solving problems and making customers happy. Here’s what you’ll be up to:
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Engage with customers directly via various communication methods to solve technical issues.
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Dig into complex problems with our engineering team to find root causes and solutions.
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Guide customers on how to best use and care for our products.
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Keep track of customer queries and technical details in our CRM system.
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Work alongside our sales team to find additional ways to delight our customers.
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Provide input on product design and functionality to help us serve you better.
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Stay sharp and informed about industry trends and competitor products.
Skills We’re Looking For:
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A Bachelor’s degree in Engineering or a similar field.
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At least 2 years in technical support, with a track record of problem-solving.
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Exceptional communication skills — you need to be clear, concise, and patient.
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An independent worker who’s also fantastic in a team.
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An eye for detail and superb organizational skills.
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Deep knowledge of industrial products and the manufacturing landscape.
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Familiarity with CRM systems and technical documentation tools.
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Sometimes, you’ll need to hit the road and visit customer sites.
If this sounds like you, and you’re eager to make a significant impact while delivering outstanding customer service, come join us!
Training to Excel in This Role:
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Technical Training: Brush up on industrial equipment and the latest technologies through specialized courses and certifications.
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Communication Training: Enhance your listening and negotiation skills with workshops focused on effective communication, conflict resolution, and customer interaction.
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Customer Service Excellence: Learn the ins and outs of stellar customer service to consistently exceed expectations.
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Leadership and Management: Develop your ability to lead and manage through courses in leadership, project management, and time management.
Interview Insight:
Q: Can you describe a time you helped a customer through a tough issue?
A: Absolutely! There was a time when a customer faced repeated breakdowns, and I was there every step of the way. By maintaining clear communication and updates, I not only fixed the issue but also strengthened our customer’s trust and satisfaction.
Q: How do you handle multiple urgent customer issues?
A: I prioritize based on urgency and impact, ensuring that each customer receives timely and effective resolutions. Effective use of our CRM helps me keep track of all ongoing issues.
Q: How do you explain technical details to someone who isn’t tech-savvy?
A: I break down information into easy-to-understand pieces, avoiding jargon. Using simple analogies and examples, I make sure the customer feels comfortable and informed.
